Incident Management Network Operations
Resume:
ANTHONY THOMAS
Laurel, MD ***** 443-***-**** *************.**@*****.***
Professional Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Skills
CCNA
Voice Over IP
Motorola iDEN Systems
UNIX
WAN
Work History
Sirius XM IPNOC Lead Technician, 02/2016 to Current
Sirius XM – Washington, DC
Responsible for monitoring, ticketing and escalations of: Virtual servers, databases, physical servers, network storage systems and network devices.
Responsible for monitoring, ticketing and escalations of IP Streaming Systems
Responsible for monitoring and incident management to include detection, impact assessment, isolation, remediation, and resolution of all Broadcast network issues
Responsible for monitoring, triage, and incident management of 3rd party vendor services including carrier circuits, to include support for incoming calls, troubleshooting, coordination with vendors, incident tracking, and tracking of maintenance activity.
Supports incoming trouble reports via phone, open trouble tickets, and respond to questions about availability and operational status of services
Provide first level troubleshooting and remediation as prescribed in the policies and procedures related to:
Operations and availability of hardware infrastructure
Circuit, Networking, and IP issues
Operations and availability of applications
Software deployments
Streaming Service/Feature status and availability
Lead NOC Technician, 09/2013 to 12/2014
Ultisat – Gaithersburg, MD
Troubleshot hardware and software to determine and rectify network problems.
Diagnosed and resolved hardware, software and network problems and replaced defective components.
Performed necessary maintenance to support network availability.
Installed cabling, wireless routers and telephone systems for data communications networks.
Ran cabling and installed data drops for new node installations.
Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
Network Operations Technician, 12/2011 to 06/2013
3Di Technologies – Hanover, MD
Monitor the Ku & C-Band network using iMonitor to assess Network
health.
Generate weekly/monthly site Bandwidth and Exinda usage reports to
monitor site activity.
Assist and dispatch Field Technicians to resolve site related issues such
as cable configuration, and faulty site equipment.
Document all network anomalies and customer complaints in a trouble
ticket.
Diagnose network problems and manage the problem through the entire
troubleshooting process.
Create policies on Exinda permitting or blocking applications.
Remotely make configuration changes to the modem, BUC, LNB,
firewall, switch or router using iBuilder.
Monitor Exinda blocking applications abusing bandwidth.
Created and modified VOIP profiles utilizing Pingtone.
Proactively monitored network events using iMonitor, iBuilder, Websense, Exinda, and Solar Winds.
Network Operations Center Technician, 06/2001 to 03/2010
ARINC – Annapolis, MD
Monitor multiple networks ensuring uninterrupted availability.
Maintain knowledge and use of telecommunications management tools and test equipment.
Remotely monitor and troubleshoot ARINC's VSAT network.
Troubleshoot T-1's with the test equipment.
Track and report system performance issues.
Proactively monitor network platforms and applicable systems in order to identify potential problems and perform appropriate corrective measures.
Works closely with internal and external customers keeping them advised on system status.
Support Call Center with vendor and customer related issues.
Experience with fault isolating and troubleshooting Cisco routers and switches.
Remotely monitor and troubleshoot ARINC's HF/VHF, and VSAT networks.
Create, update, and review REMEDY trouble tickets to ensure accuracy.
Work with internal staff, external vendors and customers to resolve day to day technical issues.
Experience troubleshooting ATM, Frame Relay, MPLS, DSL, and
SONET networks.
Monitor network alarms and faults ensuring problems are resolved quickly.
Proactively and reactively monitor network infrastructure alarms using NetCool and HP Openview.
Senior Network Operations Technician, 12/1997 to 03/2001
Nextel Communications – McLean, VA
Monitor Nextel MSO's via the OMC for alarms that impact all services.
Handle incoming trouble calls and work with vendors to resolve service issues.
Provide first level technical support to field technicians to assist in trouble isolation and resolution.
Perform remote preventive maintenance activities on network elements.
Determine the severity of the issue and decide if 2nd level support or the vendor is needed.
Resolve network trouble tickets assigned to the NOC.
Monitor SS7 network to identify and troubleshoot link failures.
Conduct health checks on network elements to assure functionality.
Manage and mentor employees in the network operations center.
Ensure that network and customer troubles are responded to efficiently.
Collect and interpret data from network elements to identify trends that impair service.
Inspire and motivate employees to work toward reaching established goals.
MAGTF Communications NCO, 11/1993 to 11/1997
United States Marine Corps – Marine Corps Base Camp Lejeune, NC
Executed radio communication plans in support of various JTF missions.
Encode, decode, and log classified messages according to military SOP.
Install, maintain, and operate communications equipment (HF, VHF, SHF, UHF, INMARSAT, and commercial telephone.)
Developed various training programs that increased proficiency enabling the unit to provide reliable communications.
Education
High School Diploma: 05/1993
Frederick Douglass High School - Baltimore, MD
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